Refund Policy
Puffy Love – Return & Refund Policy
At Puffy Love, we’re committed to delivering cozy, high-quality dog sweaters and pet fashion essentials designed to keep your furry friends warm, comfortable, and stylish. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.
✅ Eligibility for a Refund
You may request a return or refund within 14 days of receiving your order if:
- You contact us within this timeframe
- The item is unused and in its original packaging
- The item is damaged, defective, or incorrect
🚫 Non-Refundable Items
We do not accept returns for:
- Items that have been used, washed, or altered after delivery
- Items returned without original packaging
- Custom or made-to-order products
- Final sale or discounted items
- Products marked non-returnable at checkout
- Items damaged due to misuse, improper handling, or excessive force
📝 How to Request a Return
To start a return, please contact our support team with:
- Your order number
- A brief explanation of the issue
- Clear photos of the product and packaging, where applicable
Return Address:
Dobřanská 537/545, 332 09 Štěnovice, Czech Republik
Order Cancellation Policy
Customers may request an order cancellation within 24 hours of placing their order.
Orders are typically processed within 1–3 business days after a customer places an order. Once an order has been processed or shipped, it may no longer be eligible for cancellation.
If a consumer initiates an order cancellation before the shipment date and within the cancellation period specified on the website, the order may be canceled and refunded to the original payment method.
To request an order cancellation, customers should contact our support team promptly with their order details.
Return Instructions
To ensure your return is processed smoothly, please follow these instructions carefully:
- Include your order number inside the return package
- Provide a brief reason for the return
- Include clear photos of the item if the product is damaged, defective, or incorrect
- Items must be returned in their original packaging and unused condition
- Please use the original shipping box for all returns whenever possible
- Securely pack the product to help prevent damage during return shipping
Before returning any item, please contact our customer support team at:
You will receive the exact return instructions and return address from our support team once your request has been reviewed and approved.
Returns sent without prior approval or missing required information may experience delays or may not be eligible for a refund.
Refund Method & Processing Time
Refunds will be issued using the same payment method used to place the order.
Once we receive and inspect the returned item, your refund will be processed within 7 business days. Depending on your payment provider or bank, it may take additional time for the refund to appear in your account.
🔄 Return & Refund Process
1. Review & Approval
Our team will review your request and may ask for additional information if needed.
2. Return Instructions
If your request is approved, we will provide:
- Return address
- Shipping instructions
📦 Return shipping costs are the customer’s responsibility unless:
- The item is defective
- The item arrived damaged
- The wrong item was delivered
3. Refund Issuance
Once your return is received and approved:
- Your refund will be issued to the original payment method
- Processing time is typically 5–7 business days, depending on your payment provider
📌 Important Notes
- All returns must be pre-approved
- Items must be returned in original condition
- Shipping fees are non-refundable unless the item is faulty
- Returns showing signs of use, damage, or missing packaging may be rejected
- Excessive or suspicious return requests may be declined
💬 Need Help?
We’re here to support you every step of the way.
If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Puffy Love experience remains smooth, simple, and worry-free.